Major Incident Management - Engineer Service Management

• Curiosity: We embrace the unknown and continuous learning.
• Creativity: We look past routine ways of doing things.
• Client-Centricity: Our clients' success is our success.
• Integrity: We act ethically and honestly.

Position Overview:

Oversees, facilitates and administers ITIL based service support. Manages and oversees Unisys service delivery through processes, including incident, major incident, problem, request and change management with a focus on improving overall service quality. Coordinates client-facing resources and potentially client and client partners to facilitate compliance with service quality commitments.

• Provides dedicated support for Major Incident Management (MIM) or service coordination support within an assigned client base as described below.

Major Incident Management

• Provides capture support for MIM processes and engages with colleagues to coordinate service activities including:

o Gathering information about the incident, o Assisting with assessing the business impact, o Documenting the root cause of the incident, o Coordinating with resolver teams and o Communicating with stakeholders throughout the resolution process.

• Contributes to the development and maintenance of MIM documentation.
• Participates in and/or facilitates process related meetings for engagements.

Service Coordination / Management

• Performs routine service management duties, including:

o Generating and distributing reports and/or providing dashboards for Strategic Partners, o Monitoring Changes for completeness for internal support, o Performing post implementation reviews, o Engaging Problem management for unauthorized change activity, and o Reviewing and documenting RCA details for Internal support.

• Facilitates process related meetings such as Daily operations, Change Advisory Board, Problem Review Board, etc. for internal support.
• Maintains high standards of written and verbal communications.
• Interfaces with internal resources and/or clients to manage ESM processes on a day-to-day basis.
• Communicates to necessary supplier stakeholders any changes to in-scope documentation.
• Takes appropriate actions to correct in-scope processes (Service Levels, XLA and/or operational levels) and compliance issues for internal support.
• Incorporate CLIENT updates into in-scope ITIL policies and processes based on contractual agreement for in-scope services.
• Provides training and mentoring for functional teams to ensure that process guidelines are understood and followed for internal support.
• Participates in weekly governance meetings.
• Performs routine auditing of Change management schedules.

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